[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Convo Communications LLC is the world’s largest Deaf-owned company, dedicated to transforming lives through effective communication. The Customer Support Specialist plays a crucial role in providing assistance to customers, resolving issues, and ensuring a high level of customer satisfaction.
Responsibilities
- Provides timely front-line support to customers (workplaces and individuals) through Video Phone (VP), Video Chat, SMS, E-Mail, and LiveChat
- Provides general support and resolutions for customer-related concerns
- Assist customers with the registration process
- Accurately document all customer actions taken during the issue resolution process
- Ensure all customers are keenly aware of all products and unique features
- Respond to all customer complaints and concerns with urgency, professionalism and attention to detail
- Provide proactive support to customers by anticipating their support needs before they occur
- Assist with marketing related activities as needed
- Assist sales with call and email campaigns around new personal user sign-ups as time permits
- Passionate brand ambassadors who are willing to go the extra mile to ensure customer satisfaction
Skills
- High school diploma or equivalent required
- Intermediate proficiency with help desk software, and CRM software, such as Salesforce sales cloud or HubSpot required
- Ability to think critically and act decisively in high-pressure or dynamic environments
- Skilled in using technology platforms such as Zoom, Google Workspace (Calendar, Docs, Sheets)
- Sound judgment and excellent problem-solving skills
- A positive attitude and the ability to build relationships with clients
- The flexibility to work irregular hours, when required
- Superb written and verbal communication skills
- Fluency in American Sign Language required
- Must have minimum network speed of 20 MBPS Upload/Download if working from home
- Associates or Bachelor's degree from an accredited college or university highly preferred
- 1-3 years experience in a customer service role is preferred
Company Overview